Service Delivery Lead

Bertelsmann • Nevada, MO

46d

About The Position

Responsible for overseeing the order management team within the Client Services Department, while maintaining contact with both internal and external customers. Ensure the timely and accurate entry of international and domestic orders to systems and meet customer needs by date delivery schedules while acting as a liaison between the customer and internal personnel. The Client Services Team Lead ensures that special order requirements are executed as requested and that timely response and action to customer queries and escalations are completed. Engage and coordinate with the order management team to ensure we meet customer deployment and delivery need by dates. Provide our customer with requested information and act as a liaison between the customer and internal personnel while ensuring that special order requirements are coordinated with the operational and order management teams. Other responsibilities include assisting the Account Manager in providing advice, resolving problems, and monthly business review metrics, overseeing the customer account to ensure SLA's (service level agreements) meet or exceed requirements, along with creating and maintaining reports as required for the customer.

Requirements

• 5 years of Customer Service Experience
• 5 years' experience working with Microsoft Office and Excel
• 5 years 3PL, Logistics, or warehouse experience required
• Strong organizational and analytical skills
• Strong verbal and written communication skills

Nice To Haves

• SAP knowledge is preferred
• Prior lead or supervisor experience preferred
• Knowledge of international shipping requirements preferred
• Experience in creating and giving presentations preferred

Responsibilities

• Overseeing the order management team within the Client Services Department
• Maintaining contact with both internal and external customers
• Ensure the timely and accurate entry of international and domestic orders to systems
• Meet customer needs by date delivery schedules while acting as a liaison between the customer and internal personnel
• Ensure that special order requirements are executed as requested
• Ensure that timely response and action to customer queries and escalations are completed
• Engage and coordinate with the order management team to ensure we meet customer deployment and delivery need by dates
• Provide our customer with requested information and act as a liaison between the customer and internal personnel
• Coordinate special order requirements with the operational and order management teams
• Assist the Account Manager in providing advice, resolving problems, and monthly business review metrics
• Oversee the customer account to ensure SLA's (service level agreements) meet or exceed requirements
• Create and maintain reports as required for the customer

Benefits

• Medical, Dental, Vision, Life Insurance, and Disability Pay.
• 401(k) with company matching up to 6%.
• Paid Time Off, including paid holidays.
• Flexible Spending Accounts.
• Voluntary benefits such as legal and financial assistance, pet insurance, and more.
• Employee Assistance Program.
• Ongoing employee development opportunities including tuition reimbursement, scholarships, and training.
• Commuter benefits.
• Employee engagement activities.

What This Job Offers

• Job Type: Full-time
• Industry: Broadcasting and Content Providers
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees